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Practical coffee know-how, equipment notes, recipes and everyday stories from behind the bar.
Latest stories
10 publishedBelle Ella Elle
7 in 10 customers now seem to be called Belle, Ella or Elle.
Read article →Penny Own Cup
Penny Own Cup. Tries to rush me with "last time took so long". Didn't pay ... didn't get the drink.
Read article →Customer read sign saying no coffee
Customer read sign saying no coffee (coffee machine broke) had a conversation with someone else in the queue about it. Still ordered a latte.
Read article →Reputation Management: Truth about Reviews
Reputation Management was previously seen as a higher-level effort where corporations avoid bad news stories, boycotts etc. which can harm sales and profitability. This can include fallout from disgruntled employees, court cases, politics and all sorts. These days most (if not all) retail stores including food and drink outlets have weekly or monthly KPIs based around Google Reviews and in some cases similar sites such as TripAdvisor.
Read article →How I hate working Sundays
Working Sundays (and quieter days of the week) is no fun as a barista, and it has nothing to do with working at the weekend, here is why.
Read article →Assertively getting customers to accept responsibility for their mistakes
As a barista it is important that you own mistakes you make and use great customer service to solve any problems when things don't go smoothly to plan. Sometimes it actually builds a better connection with customers than if everything went well. Sometimes customers have regrets that they didn't order a different drink - and this is more common when customers come in pairs. Be assertive enough to enforce customers accepting responsibility for their mistake ordering whilst also offering to make the other drink for them.
Read article →Is there time to make a ______? (Maybe if you hurry up!)
What has become a widespread issue is people so unaware that ordering taking longer means the longer it will take to get the drink. You are in a rush, you didn't fore plan your need for this drink and we could maybe help... this is not the time to be asking several questions, indecisive about what cup size, can't find the cash or unable to get your payment app up on your phone.
Read article →Don't tell me how to do my job
I had a customer order a standard Grande-sized English Breakfast Tea with milk. The till transaction was all so simple. I wasn't prepared for what is next to come. Being dictated on how to make a cup of tea!
Read article →Motch-a or Mow-cha
A steady stream of customers, probably 1-in-3 from what I have witnessed say Mocha wrong. Some say Motch-a and others Mow-cha. It is pronounced Mokka but baristas should respect you and determine what you mean without being an arse about it.
Read article →Do you sell this drink?
In short... that common Starbucks drink you see on social media with the Starbucks label, we do sell... but we don't sell after we have closed. The full width metal shutters being half-way down is a big clue that we are closed.
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